Intermedia Introduces AI Agent Assist to Supercharge Agent Productivity and Customer Engagement

Expanding the capabilities of Intermedia Intelligent Contact Center, this new AI-powered feature enhances real-time insights and automation—helping businesses of all sizes deliver faster, smarter customer interactions.

Sunnyvale, CA - April 9, 2025 - Intermedia Cloud Communications, a global leader in AI-powered cloud communications, collaboration, and customer engagement solutions, today announced the launch of AI Agent Assist, a new feature within the Intermedia Intelligent Contact Center that helps agents engage more effectively before, during, and after every customer interaction.

By delivering real-time intelligence, sentiment analysis, and automation, AI Agent Assist helps agents respond more quickly, improve service quality, and reduce manual workload—allowing businesses to streamline contact center operations while providing more personalized customer experiences.

AI Agent Assist: Supporting Agents Before, During, and After Every Interaction

AI Agent Assist is designed to support agents across the full customer engagement lifecycle by surfacing real-time insights when they’re needed most:

• Before the interaction – Agents are presented with an AI-generated summary of the customer’s previous interactions, offering quick context on history, inquiries, and key details to personalize engagement from the start.
• During the interaction – Real-time, searchable transcription, live sentiment analysis, and AI-powered knowledge retrieval allow agents to quickly access relevant policies, product details, and procedures—without disrupting the conversation.
• After the interaction – Immediately following a call or chat, AI Agent Assist generates an editable, real-time post-call summary (“AI Recap”) including key takeaways and next steps—reducing wrap-up time and generating accurate documentation.

Unlike AI solutions that require complex setup or long deployment cycles, AI Agent Assist is designed for immediate impact. With Intermedia’s AI Builder, businesses can configure their AI Assistant using company-specific content—such as product documentation, FAQs, and support policies—without the need for extensive training or programming.

"Customers expect fast, informed, and seamless interactions. While AI will ultimately transform customer engagement with more independent AI agents, businesses need solutions today that enhance—not replace—human expertise," said Irina Shamkova, Chief Product Officer at Intermedia. "AI Agent Assist helps businesses bridge that gap by delivering real-time insights that allow agents to work smarter, resolve issues faster, and focus on meaningful customer interactions. With this latest addition to the Intermedia Intelligent Contact Center, we’re enabling businesses to embrace AI at their own pace while improving service quality from day one."

Expanding the Power of Intermedia SPARK AI^TM

AI Agent Assist is the latest enhancement to Intermedia's SPARK AI feature suite. SPARK AI includes powerful tools that help supervisors monitor agent performance, streamline coaching, and ensure quality across every interaction:

• AI Call & Voicemail Transcription – Provides full conversation transcripts to accelerate quality assurance reviews, surface compliance issues, and support coaching.
• AI Interaction Summary – Helps supervisors understand call context at a glance, saving time by eliminating the need to listen to full recordings.
• AI Sentiment Analysis – Enables filtering and review of conversations based on emotional tone, helping supervisors identify strong agent performance or intervene when customer sentiment signals potential churn or service breakdowns.
• AI Agent Evaluator – Uses AI to analyze interactions, highlight coaching opportunities, and support more consistent and objective performance evaluations.
• AI Transcription Redaction – Automatically removes sensitive data (such as personal or payment information) from transcripts to improve privacy and support compliance efforts.

"AI is essential in modern customer engagement for operational efficiency and customer satisfaction," said Dave Michels, Principal Analyst, TalkingPointz. "Intermedia’s AI Agent Assist brings intelligence directly into agent workflows, helping reduce friction in customer interactions and improves response accuracy. The solution offers businesses an effective and fast path to realizing the benefits of practical AI."

Continued Innovation for Intermedia Partners

As a partner-first company, Intermedia continues to develop solutions like AI Agent Assist to help its 7,500+ resellers, agents, and service providers deliver greater value to their customers. These innovations not only enhance the customer experience—they also help partners differentiate, deepen client relationships, and expand revenue opportunities while reinforcing their role as trusted technology advisors.

For more information about AI Agent Assist and other SPARK AI capabilities, visit www.intermedia.com.

About Intermedia Cloud Communications

Intermedia is a leading provider of intelligent cloud communications solutions that help over 150,000 businesses connect better, from wherever, through our AI-powered platform that includes voice, video conferencing, chat, SMS, contact center, business email and productivity, file sharing and backup, security, archiving, and more. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of intelligent communications and collaboration solutions, including our flagship product, Intermedia Unite®, all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, and one intuitive point of administrative control, and having been certified by J.D. Power for excellence in technical support eight times, Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience^TM.

As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE^TM) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models.

For more information about Intermedia, visit www.intermedia.com.